Wells Fargo
I spent 18 months on Wells Fargo’s Customer Insights team, a pod in the larger Customer Experience department. I learned their rigorous user research process that they’ve honed for over eight years.
Methodology
I partnered with design teams, internal business clients, research peers and vendors to lead projects in consumer facing products; usability testing of new features on the smartphone and tablet apps; and user interviews to improve the experience of various products on wellsfargo.com.
I executed small-scale studies (including iterative studies in agile projects) by partnering with business clients and customer experience team. Executed all aspects of the research, including recruiting, moderating, card sort data analysis, documenting results and making recommendations, and communicating findings to stakeholders.
I acted as an internal consultant to business partners to define research goals, outline study scope, identify requirements for research materials (prototypes, etc.) and facilitated project completion in collaboration with research vendors, including delivering supplemental presentations.
I synthesizing past research to inform new projects.
I training new CX hires on the user personas and task models using gamification tools and rewards.
I consulting on a variety of quantitative and qualitative user testing processes with the customer experience (CX) team.
Projects
• Research
• Online banking
• Mortgage
• Wealth Management
• Mobile Wallet
• Personal Financial Management
• A sample sanitized research report is available upon request.
• Credit Card
• Security Awareness
• User personas
• User persona task model charts
Recommendations
These recommendations are from briefly working on a Project at Wells Fargo in 2011 as a UX Designer.
"Jillian is a detail oriented person with great insight into her area of expertise. She was great to work with and she will be missed. She showed she would be a player in a large team, yet take a lead role when necessary. She got along with everyone else on the team extremely well. Jillian takes a lot of initiative on her own and never ceased to deliver. I would fully endorse her." — Greg Crewell, Co-worker
"Jillian was hired by our systems capacity planning and support team as our UI Designer and has performed outstandingly well in a very short period of time, bringing insight and tremendous benefit to the look and feel of our product. She's is extremely competent, professional, and personable. I would highly recommend her to any manager or company."
"Jillian was instrumental in helping our project team move beyond functionality and add a much needed usability facet to our solution delivery process. Jillian's knowledge, experience, quick learning, positive attitude and attention to detail was exactly what we needed to quickly mature our process. The innovative UX site she built has proven very valuable in providing visual traceability and transparency from business processes to system use cases to screen flows." — Shawn P. Clark, Co-worker
Due to strict NDAs, I don’t have any of the original work that I did for the bank available for my portfolio.
